Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

The Manager, GBS Global Process Owner - Customer Care will play a key role, in defining and driving the end-to-end efficient process design efforts across the Customer Care process, including quoting, order management, customer master data and complaints management. The Global Process Senior Analyst will collaborate with various partners to ensure effective and efficient process operations and identification and leverage of cross-process commonalities. This role serves as a key enabler to our CC efficiency targets, improved customer experience and will partner with a range of collaborators including Customer Care teams outside of GBS, Operations, IT, PPI and Automation. The Manager is responsible for the end-to-end designing of customer care processes in scope for GBS.

• Lead the development and maintenance of the end-to-end process taxonomy for Customer Care
• Partner with workstream leaders across the GBS Shared Service Centers and the business to drive balanced end-to-end process improvements globally that align with business strategy
• Assess and articulate business requirements, analyze design options and proactively seek out and assess process simplification and standardization opportunities that will eventually drive Automation within the process
• Participate in Efficiency Governance Program including weekly workstream meetings along with Shared Service Operations, PPI, Automation, and IT
• Support global deployment and adoption of a standard end-to-end process within and across Service Centers whilst minimizing the requirement for customization as the need arises
• Collaborate with the Operations teams in all locations to ensure resources are accurately trained on processes, policies, and systems
• Support the definition of GBS Shared Services metrics and SLA portfolio for the Customer Care area
• Lead the CC enabling technology roadmap and solutions and ensure efficient use of existing systems
• Lead ongoing policy governance and compliance

• 5+ years of work experience with 3+ years of process improvement experience with/within a shared services environment or in a consulting capacity
• Prior experience within the Customer Care area
• Previous Process Governance and/or Process Excellence experience
• Consistent record to work well with multiple levels of leadership both internally and externally, and influence peers and senior management in a sophisticated, geographically dispersed matrix organization
• Self-directed, sophisticated and customer-centric change-agent who thrives in a bold and changing environment
• Highly collaborative; aligns with colleagues and business partners to deliver results while improving the success of all contributors
• Skilled communicator and confirmed relationship builder, able to operate within a multitude of formal and informal networks while handling the challenging interests of wide-ranging partners
• Has a dedication to continuous learning and continuous efficiency improvements
• Excellent attention to detail required
• Eye for business to develop effective partnerships with key partners